For many companies, labor is the highest cost. This is often due to labor inefficiencies that accumulate over time as a byproduct of business growth. Process automation can reduce these costs while improving customer and user experience.
As a company grows, there are more “tasks” that need to be completed. The quickest solution is to hire or assign an employee to complete these “tasks” even if they don’t require the full skillset of the individual. Consequently, time spent performing these often disparate activities creates long lead times that push up costs and reduces the time available for strategic initiatives or special projects.
For example, it’s possible to streamline a variety of customer management activities into a cost-effective customer journey that is pleasing to the customer and efficient for the organization. Having customer service representatives play an interactive role complementing an updated Customer Relationship Management (CRM) tool to support sales opportunities and requests in real-time improves customer satisfaction and retention.
Process Automation Software
Process automation software reduces human error and provides data on actual performance that can help leaders make further improvements. This software can reduce the cost of performing certain tasks and reduce human input into labor intensive activities by integrating disparate systems and becoming part of a holistic end-to-end business process.
Process Automation Case Study – Jets.com
About the Company
Jets.com flies VIPs around the world, incorporating real-time responsiveness and coordination into a customer-centric approach to chartering flights. They do this in part by having their geographically diverse staff available 24/7 to meet customer needs.
- Jets.com redefines private aviation, moving away from the traditional approach where customers become lost dealing with different departments
- The company prides itself on building strong customer relationships and providing great travel experiences. They have staff available 24/7 to solve customer problems
- The company has experienced significant growth with an increasingly geographically diverse client base and staff
Jets.com has outgrown its legacy software system and there is no enterprise-grade “out-of-the-box” flight management software that addresses its needs.
Flexibility for individuals to solve customer issues while maintaining controls and visibility to manage the workforce and operations effectively
Process automation that preserves the client-focused feel of the Jets relationship
Agility to allow for last minute adjustments before and during the trip
Track and manage data for customer management, billing, commissions, and financial reporting functions
Process Automation Software
Jaroop developed the Jets.com Flight Booking and Management System to provide end-to-end process automation of previously labor-intensive tasks.
Electronic quoting of travel through software that collects customer requirements, prices out operators, and offers multiple options to clients
Digital acceptance and signature of enabled proposals with the ability to send copies of contracts and email notifications to all parties
Secured, PCI compliant payment processing for credit cards and ACH holds
Flexible permissions management system to allow customizable workflows
Real-time visibility into upcoming flights, profit generation, and customer travel requests
The Jets.com software has improved customer experiences and reduced overhead. Process mapping current and future state workflows across sales, operations, finance, and administrative functions helped identify opportunities to increase data visibility and reduce lead times.
Software Development Results
- Elimination of “paper” storage and processing
Secure electronic signing and payment processing
Standardized sales process that reduced errors and improved training capacity for new hires
- Improved customer and user experience while reducing costs
Mobile responsive contract signing that allow customers to book flights from anywhere